For businesses Aged care policy kit
Aged care policy and procedure kit for home care providers.
A Word kit of policies, procedures, registers and an internal audit checklist for small Australian providers of in-home aged care (Support at Home), mapped to the strengthened Aged Care Quality Standards. Answer a few questions and download one editable file with your business details filled in. A$247 for the Home kit, A$297 with the clinical care add-on. Instant download.
From A$247 · one-off payment · instant Word download
- 45 to 48 documents (depending on your answers) that follow Standards 1 to 4 outcome by outcome: person-centred care, dignity, choice, agreements, governance, risk, quality, incidents, complaints, whistleblowers, records and privacy, workforce, emergencies, care planning, coordination, safety at home and infection control. Medication, meals and transport documents appear only if you tick those services.
- A reportable incidents procedure with the 24 hour, 5 day, 30 day and 84 day timeframes in the Aged Care Rules, and a calendar of the other notices and reports a provider owes: start and cessation notifications, changes in circumstances, the yearly complaints report, pricing reports, monthly client statements and budgets.
- Registers and forms ready to use from day one: incidents, complaints and feedback, risks, worker training and screening, continuous improvement, conflicts of interest, plus a care plan template, a client start checklist and a service agreement checklist.
- An internal audit checklist mapped to the outcomes of the Quality Standards, so you can find gaps before an auditor does. The clinical add-on adds documents for Outcomes 5.1 to 5.7 and a clinical audit checklist.
Aptia Skills
Aged care policy and procedure kit
Prepared for: Example Home Care
- How to use this kit
- Client rights and person-centred care policy
- Dignity, respect and privacy policy
- Choice, independence and decision support policy
- Giving information to clients procedure
- Service agreements procedure
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What is inside.
Every document, filled in with your details, in one Word file you can edit.
Home kit: Standards 1 to 4 and Outcome 5.1 48 documents
- GuideHow to use this kitWhat the kit covers, which Standards apply to a home care provider, and how to turn these starting documents into your own.
- PolicyClient rights and person-centred care policyHow {{business}} puts the older person first and acts in line with the Statement of Rights.
- PolicyDignity, respect and privacy policyHow workers treat each client with dignity, keep care private and prevent discrimination.
- PolicyChoice, independence and decision support policyHow {{business}} supports clients to make their own decisions, take risks and use advocates.
- ProcedureGiving information to clients procedureWhat {{business}} must give and explain to each client before services start, and how.
- ProcedureService agreements procedureHow {{business}} agrees services, prices and rights with each client, and reviews the agreement.
- PolicyPreventing and responding to abuse and neglect policyHow {{business}} prevents, recognises and responds to abuse, neglect and exploitation of older people.
- PolicyAged Care Code of Conduct policyWhat the Code of Conduct requires of {{business}} and every worker, and how we make sure it is followed.
- PolicyPartnering with clients policyHow {{business}} involves clients in setting priorities and improving services.
- PolicyGovernance and accountability policyWho is accountable for quality and safety at {{business}}, and how the governing body keeps oversight.
- ProcedurePolicy and document control procedureHow {{business}} keeps its policies current and makes sure workers follow them.
- PolicyQuality system and continuous improvement policyHow {{business}} uses a quality system and a continuous improvement plan to lift the quality of services.
- PolicyRisk management policy and procedureHow {{business}} finds, rates, controls and reviews risks to clients, workers and the business.
- PolicyConflict of interest policyHow {{business}} declares and manages conflicts of interest so decisions are made for the client.
- ProcedureIncident management policy and procedureHow {{business}} identifies, records, manages and learns from incidents.
- ProcedureReportable incidents procedure (Serious Incident Response Scheme)The incidents {{business}} must report to the Commission, and the 24 hour and 30 day timeframes.
- ProcedureNotifications, reports and statements procedureWhat {{business}} must send to the Commission, the System Governor and each client, and by when.
- ProcedureFeedback and complaints management policy and procedureHow anyone can give feedback or complain to {{business}}, and how we respond fairly.
- PolicyWhistleblower policyHow {{business}} lets people disclose serious concerns safely, orally or in writing, even anonymously, and protects them.
- PolicyInformation management and privacy policyHow {{business}} keeps client records accurate, secure and shared only with consent.
- PolicyWorkforce planning policyHow {{business}} works out the workers it needs, plans for absences and looks after its workforce.
- ProcedureRecruitment and worker screening procedureHow {{business}} checks that workers and responsible persons are suitable before they start.
- PolicyInduction, training and supervision policyHow {{business}} trains and supports workers so they are skilled and competent.
- PlanEmergency and disaster management planHow {{business}} protects clients and workers in an emergency or disaster, and keeps services running.
- ProcedureAssessment and care planning procedureHow {{business}} works with each client to write, share and review their care and services plan.
- PolicyDelivering quality services policyHow workers at {{business}} deliver services that meet clients' needs, goals and preferences safely.
- ProcedureCommunication and escalation procedureHow {{business}} passes critical information between workers, clients, supporters and health professionals.
- ProcedureCoordination, transitions and ending services procedureHow {{business}} coordinates care with others, hands over smoothly, and ends services fairly.
- PolicyAdvance care planning and end of life policyHow {{business}} supports clients who want to plan ahead, and who are nearing the end of life.
- PolicyRestrictive practices policy (pointer only)What a restrictive practice is, why {{business}} minimises them, and where to get specialist advice.
- ProcedureSafety in the client's home procedureHow {{business}} finds and reduces risks in clients' homes, and keeps equipment safe.
- PolicyInfection prevention and control policyHow {{business}} prevents the spread of infection between clients, workers and homes.
- PolicyMedication support policyHow workers at {{business}} support clients with their medicines safely, without exceeding their role.
- PolicyMeals and nutrition support policyHow {{business}} supports clients with shopping, preparing and eating meals safely and as they like.
- PolicyTransport safety policyHow {{business}} keeps clients safe when workers drive them or arrange transport.
- PolicyClinical governance policy (Outcome 5.1)How {{business}} governs the safety and quality of any clinical care, as Outcome 5.1 requires of care managers.
- RegisterIncident registerA running list of every incident and near miss at {{business}}, and what was done.
- FormIncident report formA one-page form to record the minimum details of any incident, whether or not it is reportable.
- RegisterComplaints and feedback registerA running list of complaints and feedback received by {{business}}, how they were resolved, and what changed.
- RegisterRisk registerA list of the risks to clients, workers and the business at {{business}}, with controls and reviews.
- RegisterWorker training and screening registerA record for every worker and responsible person of {{business}}: screening, qualifications and training.
- RegisterContinuous improvement plan and registerOur plan for improving services at {{business}}, from every source, and what became of each item.
- RegisterConflict of interest registerA record of declared conflicts of interest at {{business}} and how each is managed.
- ChecklistClient start checklistA checklist to complete before or when services start, so every client gets what the Rules require.
- ChecklistService agreement checklistThe items a service agreement for home support services must contain, to tick off before signing.
- FormCare and services plan templateA blank plan to complete with each client: needs, goals, preferences, services, risks and reviews.
- FormFeedback and complaints information sheet (for clients)A client-friendly page that explains how to complain or give feedback to {{business}} or the Commission.
- ChecklistInternal audit checklist (Standards 1 to 4 and Outcome 5.1)A checklist that follows the outcomes of the Quality Standards, to find gaps before an auditor does.
Clinical care add-on: Standard 5 10 documents
- GuideClinical care kit: when Standard 5 applies and how to use these documentsWho must meet the whole of Standard 5, what else changes for nursing and transition care, and how to use the clinical documents.
- PolicyClinical governance framework (Outcome 5.1)How the governing body of {{business}} sets, monitors and improves the safety and quality of clinical care.
- PolicyInfection prevention in clinical care and antimicrobial stewardship policy (Outcome 5.2)How {{business}} minimises infection risks in clinical care and supports appropriate antimicrobial use.
- PolicyMedicines management policy (clinical, Outcome 5.3)How {{business}} ensures medicines are prescribed, administered, monitored and reviewed safely.
- ProcedureComprehensive clinical care procedure (Outcome 5.4)How {{business}} assesses, plans, coordinates and responds to changing clinical needs.
- PolicyHigh impact clinical risks policy (Outcome 5.5)How {{business}} identifies, monitors and manages the clinical risks that cause the most harm.
- PolicyCognitive impairment and changes in behaviour policy (clinical, Outcome 5.6)How {{business}} cares for clients with delirium, dementia and other cognitive impairment.
- PolicyPalliative care and end-of-life care policy (clinical, Outcome 5.7)How {{business}} recognises and meets palliative and end-of-life needs with dignity.
- RegisterMedicines events registerA list of medicine-related adverse events and near misses, with actions and reports.
- ChecklistClinical audit checklist (Standard 5)A checklist that follows the outcomes of Standard 5, to find gaps in clinical governance and care.
See a real page.
This is what a page looks like, filled in for an example business.
1. Reportable incidents procedure (Serious Incident Response Scheme)
Purpose
Some incidents must be reported to the Aged Care Quality and Safety Commission under the Serious Incident Response Scheme. This procedure shows Example Home Care's workers what those incidents are, how fast we must report them and what the report must contain. (Commission Support at Home page; Aged Care Rules 2025, s 165A-15 and 165A-20)
Scope
This document applies to Example Home Care, its responsible persons and every worker, whether an employee, a contractor or a volunteer.
What is a reportable incident
A reportable incident is any of the following, that has occurred, is alleged to have occurred or is suspected of having occurred in connection with delivering funded aged care services: (Aged Care Act 2024, s 16)
- unreasonable use of force against the client;
- unlawful sexual contact, or inappropriate sexual conduct, inflicted on the client;
- psychological or emotional abuse of the client;
- unexpected death of the client;
- stealing from, or financial coercion of, the client by a worker;
- neglect of the client;
- use of a restrictive practice in relation to the client other than in line with the Rules;
- unexplained absence of the client in the course of delivering services. (Aged Care Act 2024, s 16)
What the Rules say about each kind
- Unreasonable use of force includes conduct ranging from a deliberate and violent physical attack to unwarranted physical force. It does not cover gently touching a client to give services, attract their attention, guide them or comfort them.
- For a worker, unlawful sexual contact or inappropriate sexual conduct includes any conduct or contact of a sexual nature, and touching of the genital area, anal area or breast where it is not necessary to deliver services.
- Psychological or emotional abuse includes taunting, bullying, harassment or intimidation, threats of maltreatment, and humiliation, as well as unreasonable refusal to interact with the client or restriction of their social contact.
- Stealing or financial coercion includes conduct by a worker that is coercive or deceptive about the client's financial affairs, or unreasonably controls them.
- Neglect includes delivering services that expose the client to the risk of serious injury or illness, a significant failure to deliver services, a systematic pattern of conduct, grossly inadequate services, or recklessness.
- Unexpected death includes death that resulted from services we delivered, or from our failure to deliver services.
- For a client at home or in the community, an unexplained absence means an absence from the setting during delivery of services where there are reasonable grounds to report the absence to police. (Aged Care Rules 2025, s 16-5)
A neglect incident in a home setting that results from a choice the client made about their services is not reportable only if the client communicated that choice to us, and we recorded it in writing, before the incident. Record client choices in the care plan as soon as they are made. (Aged Care Rules 2025, s 16-10)
Timeframes
| Type | What to do | When |
|---|---|---|
| Priority 1 reportable incident | Give the Commission a priority 1 notice in the approved form, in writing. | Within 24 hours of becoming aware of the reportable incident |
| Information missing from the priority 1 notice, and anything else the Commission specifies | Give a further written notice. | Within 5 days after the start of the 24 hours, or within the period the Commission sets |
| Any other reportable incident (priority 2) | Give the Commission a priority 2 notice in the approved form, in writing. | Within 30 days of becoming aware of the incident |
| Significant new information after you have notified | Notify the Commission in writing, in the approved form. | As soon as reasonably practicable after becoming aware of it |
Priority 1 incidents
A priority 1 reportable incident is one that has caused a client physical or psychological injury or discomfort that needs medical or psychological treatment; one where there are reasonable grounds to report the incident to police; unlawful sexual contact or inappropriate sexual conduct inflicted on a client; and unexpected death or unexplained absence. When deciding whether a client with an impairment that affects their ability to recognise or communicate injury or discomfort has been injured, we do not treat the impairment as stopping or reducing the injury. Everything else is priority 2. (Aged Care Rules 2025, s 165A-25)
What the notice must contain
- Our name and contact details.
- A description of the incident, including its kind, the harm caused (or that could reasonably have been expected to be caused) to each person affected and, if known, the consequences.
- The immediate actions taken, including to keep each person safe and well, and whether the incident was reported to police or another body.
- Any further actions we propose to take.
- The name, position and contact details of the person giving the notice.
- The names of the people directly involved.
- If known: the time, date and place of the incident (or where it is alleged or suspected to have happened) and the level of cognition of the affected clients. (Aged Care Rules 2025, s 165A-25)
If some of this is not available within the 24 hours, send what you have. You are not required to include information that is not available in time, and you then give the rest in the further notice. (Aged Care Rules 2025, s 165A-25)
The rules, in brief.
What the official sources say, word for word checked.
Standards 1 to 4 apply to a registered provider in the categories personal and care support in the home or community, nursing and transition care, and residential care.
Sources: Aged Care Rules 2025
Only Outcome 5.1 (clinical governance) of Standard 5 applies to a provider in personal and care support in the home or community, and only if it delivers or intends to deliver care management or restorative care management.
Sources: Aged Care Rules 2025
Standard 5 (clinical care) applies to a registered provider in the categories nursing and transition care and residential care.
Sources: Aged Care Rules 2025
A registered provider claiming for Support at Home services must be registered in Category 4 with the service type care management, be audited under the strengthened Quality Standards and meet Outcome 5.1 (Clinical Governance) of Standard 5.
Sources: Commission Support at Home page
The Commission audits against the strengthened Quality Standards when an organisation or provider applies in categories 4, 5 or 6 to register, renew or vary its registration.
Sources: Commission audit process page
Care delivery audits include interviews with older people and their representatives, interviews with staff, observations and file reviews.
Sources: Commission audit process page
A priority 1 notice must be given to the Commissioner within 24 hours of becoming aware of a priority 1 reportable incident.
Sources: Aged Care Rules 2025
If a priority 1 notice has not been given, a priority 2 notice must be given to the Commissioner within 30 days of becoming aware of the reportable incident.
Sources: Aged Care Rules 2025
Incident records must be kept in written or electronic form for 7 years from the day the record is made or received.
Sources: Aged Care Rules 2025
How it works.
- Answer a few questions about your organisation. It takes about three minutes.
- Pay once on Stripe, our payment company.
- Download your Word file straight away, then adapt it to how you really work.
Who it is for
- Sole traders and small providers (up to about 50 workers) delivering in-home personal care and support in Category 4, or preparing to apply to register.
- Registered providers who want to tidy up their documents before a renewal or care delivery audit.
- Providers of services such as domestic assistance, meals, transport or social support who want the same good practice, even though Category 1 to 3 providers are not audited against the Quality Standards.
- Home care providers that also deliver nursing care, which sits in the nursing and transition care category (the Home + clinical kit).
Who it is not for
- Residential aged care homes. Standards 6 and 7 and the residential care conditions are not covered.
- Anyone who wants legal advice, behaviour support plans, clinical guidelines or a promise about an audit result. No document can give any of those.
What these documents can and cannot do
- These are starting documents. You must adapt them to how you really work, and follow them.
- Commission audits include onsite visits, interviews with older people and staff, observations and file reviews. They check what you actually do, not only the paper.
- This is not legal advice, and it is not connected with the Aged Care Quality and Safety Commission or the Department of Health, Disability and Ageing.
- State and territory laws (work health and safety, guardianship, advance care directives, employment, privacy of health records) are only pointed to, not covered. The Rules were read in the compilation dated 1 October 2026.
Build your documents.
Your answers go into the documents. Nothing else is asked.
Questions.
Will this kit get me through an aged care audit?
No document can promise that. The Commission looks at your policies, but it also interviews older people and staff, observes care and reviews files. The kit gives you a solid starting point for the outcomes of the Quality Standards and a checklist to find gaps, but you must adapt it and follow it.
Which Quality Standards does this cover?
Standards 1 to 4, and Outcome 5.1 (clinical governance). Those are the Standards a Category 4 provider (personal and care support in the home or community) meets, with Outcome 5.1 for care management. The clinical add-on covers the rest of Standard 5, which applies in full to nursing and transition care (Category 5). Standards 6 and 7 apply only to residential care and are not covered.
What is the difference between the A$247 and A$297 kits?
The A$297 kit adds the clinical care documents. Both include everything for Standards 1 to 4 and Outcome 5.1. The add-on is for providers that deliver nursing care in the home (nursing and transition care, where Standard 5 applies in full), and covers infection control and antimicrobials, medicines, comprehensive clinical care, high impact clinical risks, cognitive impairment, palliative care and a clinical audit checklist.
Is the kit up to date with the current law?
It follows the Aged Care Act 2024 and the Aged Care Rules 2025 as read in November 2026. The strengthened Quality Standards have applied since 1 November 2025. Each rule and timeframe carries a short reference to its source. The law can change, so check the Commission and the legislation register before you rely on a detail.
Can I edit the documents?
Yes. You receive one Word file (.docx). Open it in Word, Google Docs, Pages or LibreOffice. Change anything that does not match how you work, and add your own logo.
What do you ask me, and what do you keep?
Only business details. We ask for your business name, state, the name of the person responsible, whether you are registered and a sole trader, how many workers you have and which services you deliver. We never ask for information about your clients.
Is it written by a person or by AI?
It is written with AI, using the legislation and Commission pages listed on this page, and every fact is checked word for word against them. Every rule, number and timeframe taken from the law or the Commission carries a short reference to its source. Targets that are only our suggestions for a small provider (such as how quickly to acknowledge a complaint) are marked as suggestions, so you can change them.